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Book Categories |
CHAPTER 1 Strategy—Creating and Destroying Customer Value 1
CHAPTER 2 Doing the Right Things for the Wrong Reasons 17
CHAPTER 3 Not All Customers Are Good Customers 33
CHAPTER 4 When Customers Speak—Who Hears Them? 45
CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59
CHAPTER 6 It Takes Two to Be Engaged 77
CHAPTER 7 Customer Focus Is a Process—Not an Event 101
CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123
CHAPTER 9 Managing Change, Performance, and Talent 151
CHAPTER 10 Leveraging Your Culture and Value Chain 187
Index 209
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